Experiencing Healthcare Podcast

What if the greatest threat to healthcare isn't a broken system — it's a dehumanized one? In this episode of Experiencing Healthcare, Jamie Preston and Your Health CEO Matt Staub wrestle with a deceptively simple idea from Harvard Business School Professor Ryan Buell: service is the business of people helping people. Sparked by Matt's experience at an Athena Health executive leadership forum, this is a conversation about what it truly means to serve — in a world where technology promises to do it faster, cheaper, and at scale. Key topics covered: Why you can never fully take people out of a service industry — and what happens to care quality when you try How ambient listening technology like Mobius is using AI to restore human connection in the exam room, not replace it The ICU nurses who used tough love to get a post-heart-surgery patient walking — and what that story reveals about what genuine service really looks like The "can vs. should" question every healthcare leader must ask before deploying new technology How to show up and serve others with excellence, even on your hardest personal days Healthcare will always evolve — but Matt and Jamie make a compelling case that the human at the center of care is the one thing worth protecting above all else. This one's worth the listen.

America spends nearly double what the fourth-ranked country spends on healthcare per capita — and still ranks among the worst in outcomes. So what exactly are we paying for? In this episode of the Experiencing Healthcare Podcast, Jamie Preston and Your Health CEO Matt Staub examine what happens when healthcare gets treated like gasoline: something people expect to be available, can't easily compare on quality, and ultimately choose based on price or convenience. When brand and price stop mattering, the only differentiator left is how patients are made to feel — and whether they trust the person across from them enough to actually change. What you'll hear in this episode: Why Matt ranks service above outcomes and access — and the patient story that changed how he thinks about both The "Chick-fil-A problem": how your healthcare experience is now being compared to your best service experience anywhere, not just the clinic down the street What provider burnout really looks like when a clinician closes their notes at 11pm wondering if their patient listened How insurance billing creates distrust that bleeds directly into the patient-provider relationship — and what healthcare organizations can do about it Why the most caring thing a doctor can do sometimes feels like the worst customer service in the room If you've ever felt like a number in a waiting room — or if you've ever been the one trying to help someone who wouldn't listen — this conversation will stay with you. Press play.

What if the most powerful clinical tool in healthcare wasn't a drug, a device, or a data platform — but a word? In this episode of Experiencing Healthcare, Jamie and Matt have a conversation that starts with Disney World germs and ends with something that will change the way you lead your team tomorrow. They unpack the idea of Intentional Positive Reinforcement — not the hollow "great job" you throw over your shoulder in the hallway, but the kind of deliberate, meaningful recognition that creates a ripple effect all the way to the patient's bedside. Matt shares what a dental hygienist taught him about doing things right, why a pair of clicking heels in a nursing home hallway was actually a leadership strategy, and what happens to a healthcare team that only ever hears what they're doing wrong. This is a conversation for the bedside nurse and the C-suite executive. For the credentialing specialist who never sees a patient and the clinical coordinator who sees dozens. Because in healthcare, everyone plays a role in the patient experience — and the way we lead people determines the care those people deliver. If you've ever wondered whether your words are adding to your team or subtracting from them, this episode is your answer.

In this episode of Experiencing Healthcare, Jamie and Matt unpack a term that instantly hits home for people in healthcare: Productivity Dysmorphia—when you’re doing a lot, but it still feels like it’s never enough.They explore why clinicians, leaders, and support teams often leave work exhausted yet feeling unproductive, how healthcare metrics can accidentally reinforce that feeling, and why stories and outcomes matter just as much as numbers. Matt offers a powerful reminder: your value isn’t the sum of your task list—and not everything meaningful is measurable.

On a cold January day in South Carolina, Jamie and Matt Staub unpack why focus is one of the most underrated leadership skills—especially in healthcare, where everything can feel urgent. They break down how leaders decide what deserves attention, how to “push pause” on non-emergencies, and why coaching people through problems is often more effective than absorbing them. The conversation also explores decision fatigue, the difference between being busy and being focused, the role of habits (including insights from Atomic Habits), and how boundaries protect the work that actually moves the mission forward. Along the way, they normalize attention struggles, reframe “failure” as part of growth, and offer practical ways to stay aligned to goals without losing empathy or accessibility.

What if problems weren’t something to avoid—but something to value? In this episode of Experiencing Healthcare, Jamie and Matt explore a powerful idea: Problems are Currency—but only when we stop pointing at them and start owning them. They break down how excuses form, why asking for help is a leadership strength, how to prioritize what matters most (not just what’s loudest), and how small wins create real momentum. If you’ve ever felt stuck, overwhelmed, or hesitant to tackle a tough issue, this conversation will help you shift from reaction to resolution.

In this 2026 edition of Experiencing Healthcare, we open the year with a deceptively simple leadership question: who’s the hardest person to lead? The answer isn’t a teammate—it’s yourself. Through humor, real-world CEO moments, and hard-earned reflection, Matt unpacks why self-leadership is often overlooked, how boundaries are actually discipline in disguise, and why emotional regulation is the foundation for every decision you make—especially in a “heavy” industry like healthcare. The takeaway: if you want to lead others well this year, start by leading you with intention.

As 2025 comes to a close, Jamie sits down with Matt to look ahead to 2026 with honesty, leadership, and momentum. They reflect on habits worth reclaiming, the difference between awareness and action, and what it means to provide stability in uncertain seasons. Matt shares his “One Word” for 2026—Direction—and unpacks how it shapes his leadership, health journey, and commitment to helping teams move past what holds them back. Jamie also shares his own word—Directness—and the courage it takes to lean into discomfort for growth.

In Episode 100, Jamie and Matt reflect on a year that fundamentally reshaped how Matt experiences healthcare—as both a patient and a caregiver. Matt shares an update on his active surveillance prostate cancer journey, including lifestyle changes, monitoring, and learning to live with uncertainty.The conversation expands beyond Matt’s diagnosis to include the realities of caregiving: navigating a father’s dementia and hospice journey, processing anticipatory grief and loss, supporting a teenage daughter through surgery, and helping a mother recover after a stroke. Matt speaks candidly about caregiver burnout, moments of emotional paralysis, and the importance of asking for help.Together, Jamie and Matt explore how grief lingers, how recovery often proves harder than the crisis itself, and why healthcare must focus on what happens after discharge. Episode 100 closes with a powerful reminder: it’s okay not to be okay—but it’s not okay to face it alone.

EPISODE NOTESJamie and Matt open the episode with lighthearted holiday banter and personal Christmas traditions.This 99th episode marks a milestone far beyond the average podcast lifespan of seven episodes.Jamie introduces the shift from typical healthcare culture/policy topics to a deeply personal conversation about patient experience from Matt’s perspective.Matt admits he’s more nervous for this episode than almost any other—because it’s personal.The conversation acknowledges the hardship of 2024–2025 for both hosts’ families.Matt walks through how a wellness check and PSA screening unexpectedly detected something abnormal.An MRI experience becomes meaningful thanks to a tech who sensed his anxiety and used music to calm him—highlighting how small patient-experience moments matter.The MRI revealed something suspicious, leading to a biopsy.Matt received his cancer diagnosis alone in a conference center during a professional event—an emotionally jarring moment.He immediately sought clarity and support from a physician colleague, who helped him interpret the results.Matt reflects on the shock of seeing “prostate cancer” in writing and how it triggered grief-like emotions.He emphasizes the importance of asking for results early so patients can process before appointments.His urologist spent over an hour walking through options—an impactful example of patient-centered communication.

KEY POINTS• Organizational vs. personal purpose — They don’t have to be identical, but they should coexist well.• Purpose requires focus — You can’t say yes to everything; not every opportunity is yours.• Boundaries shape clarity — Emotional, professional, and ethical lines protect your ability to serve.• Delegation is essential — Tasks don’t define identity; leaders must let go to grow.• Purpose evolves — Organizations and individuals change; your purpose may shift with seasons.• Fun ≠ meaningful — Great opportunities still have to align with who you’re becoming.• Gratitude clarifies calling — Noticing what you’re grateful for can reveal purpose.• Quitting can be healthy — Letting go of roles, tasks, or beliefs creates space for what matters most.• Reflection is ongoing — Purpose isn’t found once; it’s revisited repeatedly.

Key TakeawaysPurpose is clarified through experience and reflection, not just passion.Helping others find purpose requires curiosity, coaching, and equipping them with the tools to succeed.Distinguishing passion from purpose involves commitment, impact, and skill alignment.Gratitude and intentional reflection help maintain focus on what truly matters.Leaders can spot misalignment by observing engagement, mood, and energy, but must approach it with curiosity and connection.

Episode notesHumility & grace: distinct muscles that work best togetherThe no-call/no-show that wasn’t: correcting assumptions with careDisagreeing without demeaning: honesty rooted in respectModeling connection: Scott moving furniture in dress shoes; a father’s everyday compassionIntegrity = what we do when no one’s watchingDaily habit: know your “bliss,” reset with people, then re-enter the workListener reflection: Where can you swap a snap judgment for a curious check-in today?

Episode notesWhat connection means as a leader, parent, clinician, friendResidents and families as the real teachers of patient experienceThe “poinsettias in April” lesson: small signals shape big trustWhy a health-tech conference led with connection (not features)Data & AI: accelerants that free us to be more human, not lessProductive disagreement and patient advocacy across disciplinesTrust + respect as the ground rules for hard conversationsListener reflection: What small signal could you fix today to raise trust immediately?

Show NotesResilience ≠ endless pushing: build comfort with discomfort; use challenge as a team-bonding accelerator when you face it together.Spot team drift early: when tension comes from the team, independence erodes the common goal—realign to the patient and the shared mission.Deciding in the fog: use process of elimination; discuss “bad options” to strengthen the good one; define success signals before you move.Easy path vs. hard path: easy isn’t “wrong.” If you don’t cut a new road today, pre-plan what it would take to cut it tomorrow.Experimentation culture: separate the person from the work (DISC lens) to reduce shame, increase learning, and invite bold ideas.Effective communication: don’t just send—ensure receipt. Mind timing, channel, and context. Don’t “info-dump” to transfer responsibility.A small shift for tomorrow: extend grace to yourself, ask a trusted teammate for perspective, and take one clear next step.Mentioned frameworks & phrases: process of elimination, “I’m in charge of me,” next right step, psychological safety, DISC, success signals, team over solo.

Show NotesIntroduction to the theme: leading through complexity vs. changeDecision-making under pressure and the challenge of “armchair quarterbacking”Why the quality of information matters more than speed of decision-makingThe paradox of slowing down and speeding up in decision-makingHow government policy (like telehealth regulations) creates ripple effects of complexity in healthcareThe power of teams vs. individual leadership in healthcare decision-makingPersonal insights from Matt’s background in sports and leadershipEarly exploration of resilience: pushing through vs. preventing burnoutThis is Part 1 of 2 — subscribe so you don’t miss Part 2, where we discuss how leaders can foster resilience in themselves and their teams.

Key TakeawaysCoaching ≠ outperforming. Performance expertise and coaching expertise are different muscles.Discomfort is data. If growth feels easy, you’re probably not growing.Trust follows vulnerability. Coaching conversations require safety, time, and honesty.Aim feedback at the work. Focus on the task/approach, not the person.Decide your mode. Coach, teach, or direct based on the question, urgency, and learning goal.Beat imposter syndrome with action. If the finish line is fuzzy, take the next step and practice.

Episode NotesJamie and Matt discuss the idea of “experiencing wellness” through hormone therapy and health practices.Matt reflects on some of his favorite bosses and what they had in common.The conversation shifts into how great leaders act like coaches—seeing potential and helping others develop it.Matt explains how coaching differs from supervising or managing, with curiosity as a key factor.The role of different learning styles and how coaching adapts to each.How coaching shapes workplace culture, using examples from Your Health and its leadership approach.Teaser for part two, where they continue exploring the role of coaching in leadership.